Senior Contact Center Developer
Senior Contact Center Developer
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$ 160000 - 170400
1 Vacancy
Job Description
Summary:
As a Senior Contact Center Developer you will serve as the organizations primary expert in cloud-based contact center architecture configuration and integration. You will work hands-on to design develop and optimize voice and digital interaction solutions that align with business needs ensuring reliability scalability and a seamless customer experience. You will partner closely with cross-functional teams including Salesforce CRM IT and support operations to implement best practices and integrate contact center platforms with systems such as Salesforce Omni-Channel.
This role requires deep technical expertise in contact center technologies strong communication skills and a solutions-oriented mindset to ensure capabilities are optimized and aligned with business priorities. You will focus on delivering high-quality voice and digital channel experiences while driving automation and innovation.
Duties and Responsibilities:
SOLUTION ARCHITECTURE
Architect and implement cloud-based contact center solutions for inbound outbound and blended interaction flows to support customer service and outreach operations.
Design and document scalable resilient and secure voice and digital interaction architecture including IVRs call/chat routing CTI integrations and agent experiences.
Serve as a subject matter expert in contact center technology advising internal teams on capabilities constraints and roadmap planning.
Integrate contact center platforms with Salesforce Omni-Channel leveraging APIs Web Services and Salesforce Open CTI.
Define routing profiles queues dispositions and skill-based routing frameworks aligned with business goals.
SYSTEM CONFIGURATION & DEPLOYMENT
Build and maintain call and interaction flows using studio and designer tools provided by the contact center platform.
Configure and optimize campaigns workflows lists and dialing strategies (Predictive Power Progressive Preview).
Manage user profiles permissions call recordings and quality monitoring settings.
Troubleshoot complex issues and collaborate with platform support to resolve incidents.
Conduct user acceptance testing (UAT) and validate configurations in sandbox environments before deployment.
DOCUMENTATION & ENABLEMENT
Maintain detailed documentation of call and interaction flows configuration architecture decisions and integration patterns.
Develop training materials and conduct enablement sessions for support and administrative teams.
Ensure documentation is maintained in alignment with security compliance and audit requirements.
CONTINUOUS IMPROVEMENT
Monitor system performance and analytics identifying opportunities for automation efficiency and improved experience.
Stay current with platform releases and industry best practices to recommend enhancements.
Partner with business teams to gather feedback and continuously refine workflows.
Skills:
Expertise in cloud contact center platforms including integrations IVR and CTI.
Strong understanding of voice networking SIP and telephony concepts.
Familiarity with Omni-Channel and CTI configuration in Salesforce.
Strong problem-solving debugging and analytical skills.
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical stakeholders.
Self-starter with the ability to work independently in a fast-paced remote environment.
Strong documentation skills and attention to detail.
Education & Experience Requirements:
Experience:
Minimum of 5 years experience in contact center technologies with 3 years hands-on experience configuring and optimizing enterprise contact center solutions.
Experience integrating contact center platforms with Salesforce or other CRM platforms.
Deep knowledge of cloud-based contact center architecture APIs IVR/Studio tools and dialer campaigns.
Proven ability to analyze business requirements and translate them into scalable technical designs.
Familiarity with call center operations KPIs and workforce optimization tools.
Preferred Experience Requirements:
Education:
Bachelors Degree
Experience:
Industry certifications in contact center platforms and/or Salesforce
All submissions should include a cover letter and resume.
The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race color national origin age marital status sex sexual orientation gender identity gender expression disability religion ancestry political affiliation or veteran status in employment educational programs and activities and admissions.
Workplace Accommodations:
The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall based on disability be excluded from participation in or be denied the benefits of the services programs or activities of the University or be subjected to discrimination. For information about UMGCs Reasonable Workplace Accommodation Policy or to request an accommodation applicants/candidates can contact Employee Accommodations via email at.
Benefits Package Highlights:
- Generous Time Off:Enjoy 22 days of paid vacation 15 days of sick leave 3 personal days and 15 paid holidays (16 during general election years). For part-time employees time off rates will be prorated based on the number of hours worked.
- Comprehensive Health Coverage:Access to health care medical with vision dental and prescription plans for both individuals and families effective from the 1st of the month following your hire date.
- Insurance Options:Term Life Insurance Accidental Death and Dismemberment Insurance and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
- Flexible Spending Accounts:Available for medical and dependent care expenses.
- Retirement Plans:Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
- Supplemental Retirement Plans: include 401(k) 403(b) 457(b) and various Roth options. The university does not provide matching funds.
- Tuition Remission:Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time) tuition remission benefits are prorated.
Hiring Range:
$160000.00 - $170400.00Required Experience:
Senior IC
Employment Type
Full-Time
